multi-channel

# Multi-Channel Skill

## Overview

The Multi-Channel Skill is the **unified nerve center** for all marketing channels. It:
- Consolidates social inbox from 8 platforms
- Manages advertising across Google, Meta, LinkedIn, TikTok
- Tracks keywords and audience signals
- Coordinates messaging across channels
- Optimizes performance metrics in real-time
- Provides cross-platform insights and recommendations

Think of it as a command center with a unified view of all your audience interactions across every platform.

## Core Capabilities

### 1. Social Inbox Unification

**What it does:**
- Aggregates mentions, comments, DMs from 8 platforms
- Unified search and filtering
- Priority-based triaging (VIP customers, urgent issues)
- Response recommendations with brand voice
- Auto-categorization (question, complaint, praise, feedback, inquiry)

**Platforms:**
```
YOUTUBE
- Channel mentions and comments
- DMs from subscribers
- Community posts interactions
- Video performance engagement

INSTAGRAM
- Comments on posts and reels
- DMs (direct messages)
- Story replies
- Mentions and tags

TIKTOK
- Comments on videos
- DMs
- Duets and stitches mentions
- Creator Fund messages

LINKEDIN
- Post comments
- Article comments
- Message requests
- Notifications and mentions

TWITTER/X
- Mentions and replies
- DMs
- Retweets with comments
- Quote tweets

FACEBOOK
- Page comments
- Page DMs
- Group mentions
- Event comments

REDDIT
- Post comments
- DM mentions
- Subreddit mentions
- PM from moderators

PINTEREST
- Pin comments
- DMs
- Board collaborations
- Save notifications
```

**Inbox features:**
```
UNIFIED VIEW:
- All platforms in one inbox
- Chronological or priority sort
- Filter by platform, sender, type
- Search across all platforms

PRIORITY TRIAGE:
1. URGENT (red flag)
   - Angry customer complaints
   - Mentions of competitors
   - Technical issues
   - Security/privacy concerns

2. HIGH (orange flag)
   - Direct questions about products/services
   - Business inquiries
   - Press/media requests
   - VIP customer inquiries

3. MEDIUM (yellow flag)
   - Product feedback
   - General compliments
   - Feature requests
   - Engagement requests

4. LOW (green flag)
   - Casual comments
   - General discussion
   - Sharing content
   - Community building

AUTO-RESPONSE SUGGESTIONS:
- Brand voice: Use your tone/style
- Template options: Pre-written responses
- Personalization: Customer name, context
- Links: Relevant resources
- CTAs: Call-to-action based on message type

EXAMPLE:
Customer comment: "Your software is confusing. Where's the help?"

SUGGESTION:
"Hi [Name]! I'm sorry you're having trouble. Here's our
quick start guide [link] and I'm happy to help directly.
Slack me anytime!"
```

### 2. Advertising Command Center

**Unified ad management:**
```
SUPPORTED PLATFORMS:
- Google Ads (Search, Display, Shopping)
- Meta Ads (Facebook, Instagram, Audience Network)
- LinkedIn Ads
- TikTok Ads
- Amazon Ads (if applicable)
- YouTube Ads

UNIFIED DASHBOARD:
- All campaigns across platforms
- Real-time performance metrics
- Budget allocation view
- ROI comparison across platforms
- Spend vs. goal tracking
```

**Performance optimization:**

```
METRIC TRACKING:
- CPM: Cost per 1000 impressions
- CPC: Cost per click
- CTR: Click-through rate
- CPA: Cost per acquisition
- ROAS: Return on ad spend
- Conversions: Total and value
- Quality Score: Platform-specific quality metrics

REAL-TIME ALERTS:
- CPA increasing > 15%: "Bid strategy needs adjustment"
- CTR decreasing > 10%: "Creative fatigue detected, refresh ads"
- Budget overruns: "Spending exceeding daily budget by 12%"
- Performance by audience: "Audience A performs 40% better than B"
- Day-of-week performance: "Weekends 25% better than weekdays"
- Hour-of-day performance: "7-9 PM gets 3x higher conversion rate"

AUTO-OPTIMIZATION:
1. Bid management: Increase bids on high-performing keywords/audiences
2. Budget reallocation: Move budget from low-performing to high-performing
3. Creative rotation: Pause low-performing creative, test new variations
4. Audience refinement: Expand winning audiences, exclude losing ones
5. Dayparting: Reduce spend during low-performance hours
6. Schedule optimization: Bid up during peak conversion times
```

**Campaign orchestration:**

```
CAMPAIGN TYPES:

Awareness Campaign
- Goal: Reach and brand awareness
- Platforms: YouTube, TikTok, Instagram
- Metrics: Impressions, CPM, brand lift
- Success: 1M impressions at <$0.50 CPM

Consideration Campaign
- Goal: Drive interest and engagement
- Platforms: Facebook, Instagram, LinkedIn
- Metrics: Clicks, CTR, engagement rate
- Success: 2% CTR, 20k clicks

Conversion Campaign
- Goal: Drive conversions (sign-ups, purchases)
- Platforms: Google Ads, Facebook, LinkedIn
- Metrics: CPA, ROAS, conversion rate
- Success: CPA < target, ROAS > 3:1

Retention Campaign
- Goal: Keep existing customers engaged
- Platforms: Email, LinkedIn, Facebook
- Metrics: Open rate, engagement rate, retention
- Success: >25% open rate, >3% engagement

Seasonal Campaign
- Goal: Drive sales during peak seasons
- Platforms: All (coordinated)
- Timeline: Black Friday, holiday, summer, etc.
- Success: 2x typical ROAS
```

### 3. Keyword & Audience Intelligence

**Keyword tracking:**
```
KEYWORD SIGNALS:
- Search volume: How many people search this?
- Trend: Growing, stable, or declining?
- Competition: How many ads are bidding?
- CPC: Cost per click for this keyword
- Conversion rate: How often searchers convert?
- Monthly cost at target CPC: Budget required
- ROI at typical conversion rate: Profitability
- Your current rank: Organic ranking position
- Ad position: Current ad position if bidding

EXAMPLE KEYWORD:
Keyword: "best project management software"
Search volume: 8,200 searches/month
Trend: ↑12% YoY (growing interest)
Competition: VERY HIGH (1000s of advertisers)
CPC: $4.50 average bid
Your rank: Position 8 (organic)
Your CPC target: $3.00 (below market)

Profitability:
- Monthly searches: 8,200
- CTR at position X: 2.5%
- Clicks: 205/month
- Conversion rate: 5%
- Conversions: 10/month
- Revenue per conversion: $100
- Monthly revenue: $1,000
- Monthly spend: 205 × $3.00 = $615
- Profit: $385/month
- ROI: 1.6:1 (not great)

Decision: LOWER BID or IMPROVE CONVERSION RATE
```

**Audience insights:**
```
AUDIENCE SIGNALS:
- Size: How many people fit this profile?
- Interest: What are they interested in?
- Behavior: What do they do online?
- Demographics: Age, gender, location, income
- Device: Desktop, mobile, tablet?
- Affinity: Are they similar to your customers?
- Lookalike: Can you expand to similar audience?

EXAMPLE AUDIENCE:
Audience: "Project managers, 25-45, US, $100k+ income"
Size: 2.3M people
Interest: Productivity, software, business
Behavior: Active on LinkedIn, search work tools
Device: 60% mobile, 40% desktop
Best platform: LinkedIn (70% active)
Best time: 9-5 business hours
Response rate: 3.2%
Conversion rate: 4.5%
Lifetime value: $2,400

AUDIENCE EXPANSION:
Can expand to lookalike audiences: +500k similar
Can expand by interest: +1.2M (less targeted)
Recommendation: Test lookalike first, then broaden by interest
```

### 4. Cross-Platform Messaging

**Coordinated campaigns:**
```
CAMPAIGN: "Product Launch - Q1"

TIMELINE:
- Pre-launch (2 weeks before)
- Launch day
- Post-launch (1 week after)
- Sustained promotion (month 2-3)

PLATFORM STRATEGY:

YOUTUBE:
- Asset: Launch announcement video (5 min)
- Content: Product demo + founder interview
- Placement: Pre-roll on competitor videos
- Timing: 2 weeks before launch
- Call-to-action: "Sign up for early access"
- Expected reach: 50k views

TIKTOK:
- Asset: 3x 15-30 sec teaser videos
- Content: Product feature teasers, behind-the-scenes
- Posting: 3x/week (Mon, Wed, Fri)
- Hashtags: #ProductLaunch #NewProduct #Trending
- Expected reach: 200k views

INSTAGRAM:
- Asset: Carousel post, Stories series, Reels
- Content: Product features, team, benefits
- Posting: 2x/week (Tue, Fri)
- Hashtags: 30 mix of popular + niche
- Expected reach: 80k impressions

LINKEDIN:
- Asset: Thought leadership posts, company announcement
- Content: Product solves X problem, business case
- Posting: 1x/week (Tuesday)
- Hashtags: 3-5 professional hashtags
- Expected reach: 15k impressions

TWITTER/X:
- Asset: Thread explaining product
- Content: Problem → Solution → Call-to-action
- Timing: Launch day
- Hashtags: 1-2
- Expected reach: 10k impressions

FACEBOOK:
- Asset: Event + ad campaign
- Content: Event description, benefits, testimonials
- Timing: 1 week before, continuous during launch
- Ad spend: $500
- Expected reach: 25k people

REDDIT:
- Asset: AMA (Ask Me Anything) or discussion
- Community: r/[industry], r/startup, relevant subreddits
- Timing: Launch day
- Tone: Authentic, helpful (no hard sell)
- Expected reach: 5k upvotes potential

PINTEREST:
- Asset: Pins pointing to launch page
- Design: Vertical (1000x1500), text-heavy
- Timing: 3 weeks before
- Hashtags: 5-10
- Expected reach: 20k clicks to website

TOTAL EXPECTED REACH: 395k impressions + 1.7M potential reach

COORDINATED MESSAGING:
All platforms use consistent:
- Key message: What problem does it solve?
- Value proposition: Why is it different?
- CTA: Sign up, buy, learn more
- Brand voice: Consistent tone
- Visual identity: Logo, colors, fonts
```

### 5. Performance Analytics

**Cross-platform metrics:**
```
UNIFIED DASHBOARD:

Overall Performance (last 30 days):
- Total reach: 1.2M
- Total engagement: 45k (3.8%)
- Total clicks: 12k
- Total conversions: 480
- Conversion rate: 4%
- ROI: 2.3:1

By Platform:
YOUTUBE: 50k views, 800 engagement, 240 conversions
INSTAGRAM: 300k reach, 15k engagement, 180 conversions
TIKTOK: 400k views, 20k engagement, 0 conversions (awareness)
LINKEDIN: 45k impressions, 2.2k engagement, 40 conversions
TWITTER: 18k impressions, 1.8k engagement, 20 conversions
FACEBOOK: 200k reach, 3.2k engagement, 10 conversions
REDDIT: 5k impressions, 1.2k engagement, 12 conversions
PINTEREST: 95k impressions, 800 engagement, 8 conversions

Performance Analysis:
TOP PERFORMER: YouTube (4.8% conversion rate)
BEST ENGAGEMENT: TikTok (5% engagement rate)
BEST ROI: LinkedIn (5:1 ROAS on paid)
UNDERPERFORMER: Pinterest (0.008% conversion rate)

RECOMMENDATION:
- Double YouTube spend (best converter)
- Shift Pinterest to awareness only (lower conversion)
- Increase TikTok content (engagement strong)
```

### 6. Campaign Coordination

**Coordinated campaigns:**
```
CAMPAIGN TYPES:

SEASONAL CAMPAIGNS:
- Black Friday/Cyber Monday: August-November planning
- Holiday: September-December campaign
- Summer: March-May campaign
- New Year: October-December planning

ANNOUNCEMENT CAMPAIGNS:
- Product launch: 6-week campaign before launch
- Feature release: 3-week mini campaign
- Partnership announcement: 2-week campaign
- Award/recognition: 1-week awareness push

EVERGREEN CAMPAIGNS:
- Always-on awareness: Base budget across platforms
- Lead generation: Continuous conversion focus
- Customer retention: Targeted to existing customers
- Recruiting: If hiring (LinkedIn + Twitter focus)

TESTING CAMPAIGNS:
- Creative testing: 5 variations, find winner
- Audience testing: Test new audience segments
- Messaging testing: Test 3-4 different value props
- Format testing: Video vs. carousel vs. text

CAMPAIGN DURATION & BUDGET:

3-Month Campaign (e.g., product launch):
- Pre-launch (month 1): 20% budget on awareness
- Launch (month 2): 60% budget on conversion
- Post-launch (month 3): 20% budget on retention

Budget allocation by platform:
- Primary channel: 40% (where you convert best)
- Secondary: 30% (good engagement, building audience)
- Testing: 20% (experimenting with new platforms/audiences)
- Maintenance: 10% (keeping existing relationships alive)

EXAMPLE: $10,000 campaign
- YouTube (primary): $4,000
- Instagram (secondary): $3,000
- TikTok (testing): $2,000
- LinkedIn (testing): $1,000
```

## Command Reference

### Social Inbox Management

```
Check inbox
- Platform: all, or specific (YouTube, Instagram, etc.)
- Filter: by type (questions, complaints, praise)
- Priority: urgent only, or all
- Count: how many unread messages

Suggest response
- Message: the customer message
- Context: customer history (if available)
- Tone: your brand voice
- CTA: what do you want them to do?
- Output: 2-3 response options to choose from

Schedule response
- Response text: what to send
- Timing: send now or schedule
- Platforms: respond on which platform
- Output: scheduled message confirmation
```

### Advertising Management

```
Campaign dashboard
- Timeframe: last 7 days, month, custom
- Platforms: all or specific
- Metrics: impressions, clicks, conversions, ROI
- Output: Performance overview with alerts

Optimize campaign
- Campaign ID: which campaign to optimize
- Goal: awareness, consideration, conversion, retention
- Budget: total available spend
- Output: Optimization recommendations

Keyword analysis
- Keywords: list to analyze
- Platforms: Google, Meta, etc.
- Historical data: if tracking
- Output: Keyword profitability analysis

Audience analysis
- Audience: profile or segment to analyze
- Platforms: where targeting this audience
- Compare to: other audiences or average
- Output: Audience insights and recommendations
```

### Cross-Platform Strategy

```
Coordinated campaign
- Campaign name: what you're promoting
- Objective: awareness, consideration, conversion
- Timeline: start and end dates
- Budget: total monthly spend
- Output: Platform-by-platform strategy, messaging, timeline

Messaging framework
- Key message: main value prop
- Audience: who you're targeting
- Platforms: which platforms to use
- Output: Platform-specific messaging + visuals

Performance tracking
- Timeframe: date range to analyze
- Platforms: which to include
- Metrics: impressions, engagement, conversions, ROI
- Output: Dashboard with performance analysis
```

## Platform-Specific Best Practices

### YouTube
```
Best for: Long-form education, product demos, storytelling
Format: 5-15 minutes optimal
Hooks: First 15 seconds critical
Calls-to-action: Card at 2-minute mark, end screen
Thumbnails: Custom, high contrast, text overlay
Frequency: 1-2x per week
Peak times: 9 AM, 6 PM weekdays
Engagement: 2-5% CTR typical, 50%+ watch time target

Ad strategy:
- Pre-roll: Skippable ads on competitor videos
- In-stream: Long-form placements
- Targeting: Interest + behavior + lookalike
- Bidding: CPV (cost per view) typical
- Budget: $500-5,000/month for testing
```

### Instagram
```
Best for: Brand awareness, visual storytelling, community
Format: Feed post, Carousel, Reel, Story
Peak times: 11 AM, 7 PM
Hashtags: 20-30 mix (10 popular, 20 niche)
Engagement: 3-5% target
Reels: 15-60 seconds, trending audio
Captions: 100-150 chars before "more", storytelling
Calls-to-action: "Tap the link in bio"

Ad strategy:
- Carousel ads: Product showcase
- Collection ads: Browse products
- Reels: Short-form video ads
- Stories ads: Quick engagement
- Lookalike audiences: Best performers
- Budget: Minimum $5/day per ad set
```

### TikTok
```
Best for: Younger audience, viral content, trends
Format: 15-60 seconds
Hook: First 1-3 seconds critical
Trends: Use trending audio, hashtags, effects
Engagement: Can be 5-15% if trending
Frequency: 3-7x per week (consistency key)
Peak times: 6-10 AM, 7-11 PM
Tone: Authentic, fun, not overly polished

Ad strategy:
- Native ads: Looks like creator content
- Trending sounds: Use within 24 hours
- Hashtag challenges: Engagement driver
- Duet/Stitch: Community participation
- Creator partnerships: Higher engagement
- Budget: $500-2,000 for testing
```

### LinkedIn
```
Best for: B2B, thought leadership, recruiting
Format: Post, Article, Document, Video
Peak times: 8-10 AM, 12 PM, 5-6 PM (business hours)
Hashtags: 3-5 professional hashtags only
Engagement: 1-2% typical (but qualified audience)
Tone: Professional yet approachable
Articles: 800+ words, published directly on LinkedIn

Ad strategy:
- Sponsored content: Post promotion
- Sponsored InMail: Direct message ads
- Text ads: Small sidebar ads
- Targeting: Job title, company, industry
- Audience: Decision makers, professionals
- Budget: $10-50 CPC typical
```

### Twitter/X
```
Best for: News, real-time conversation, thought leadership
Format: Tweet (280 chars), Thread, Video, Media
Peak times: 9-10 AM, 5-6 PM (global business)
Hashtags: 1-2 max (overuse kills reach)
Engagement: Retweets > likes > replies
Tone: Conversational, authentic
Threads: 5-15 tweets telling a story

Ad strategy:
- Promoted tweets: Boost engagement
- Promoted accounts: Grow followers
- Promoted trends: Expensive, huge reach
- Targeting: Keywords, interests, followers
- Engagement: Replies > retweets > likes
- Budget: $1-2 CPC typical
```

### Facebook
```
Best for: Broad audience, community groups, events
Format: Post, Carousel, Reel, Video, Event
Peak times: 12 PM, 1 PM, 7 PM, 8 PM
Engagement: 1-3% typical
Groups: High-engagement community format
Events: Drive attendance to webinars, releases
Tone: Personal, conversational

Ad strategy:
- Feed ads: Carousel or single image
- Collection ads: Product browser
- Video ads: 15-90 seconds optimal
- Lookalike audiences: Best performers
- Targeting: Interest, behavior, demographic
- Budget: Minimum $5/day per ad set
```

### Reddit
```
Best for: Communities, authentic discussion, support
Format: Post with context, AMA (Ask Me Anything)
Peak times: 6-9 AM, 12 PM, 5-9 PM
Tone: Authentic, helpful, NO hard sell
Communities: Subreddits relevant to your niche
Engagement: Transparency and honesty key

Ad strategy:
- Native ads: Appear as posts (must disclose)
- Promoted posts: Existing good posts boosted
- Targeting: Subreddit + interest + behavior
- Bidding: CPM or CPC options
- Budget: $500-2,000 for testing

⚠️ WARNING: Reddit detects shilling and self-promotion
Provide value first, link your product second
```

### Pinterest
```
Best for: Discovery, visual inspiration, traffic
Format: Pins, Collections, Stories, Ideas
Peak times: 10 AM, 3 PM, 8 PM
Design: Vertical (1000x1500), text overlay key
Hashtags: 5-10 descriptive (lowercase)
Engagement: Unique in that it drives TRAFFIC not likes
Click-through rates: Higher than Instagram/Facebook

Ad strategy:
- Promoted pins: Ads that look like regular pins
- Collections: Curated boards
- Targeting: Interest, behavior, lookalike
- Bidding: CPC (cost per click) typically
- Budget: Can be very cheap ($0.10-0.50 per click)

⚠️ Different from other platforms: success = traffic, not likes
```

## Triggers & Keywords

User says any of:
- "Check my inbox"
- "Social inbox"
- "What did people say?"
- "Anyone asking about..."
- "Customer feedback"
- "Campaign performance"
- "How are ads doing?"
- "Optimize my campaigns"
- "Keyword analysis for..."
- "Audience insights for..."
- "Cross-platform campaign"
- "Schedule post"
- "Analytics dashboard"

## Integration Points

Multi-Channel Skill works with:
- **Social media APIs** - Instagram, TikTok, Facebook, YouTube, LinkedIn, Twitter, Pinterest, Reddit
- **Ad platform APIs** - Google Ads, Facebook Ads Manager, LinkedIn Ads, TikTok Ads
- **Analytics platforms** - Google Analytics, social analytics
- **Scheduling tools** - Buffer, Later, Hootsuite
- **Design tools** - Figma, Canva
- **Copywriting** - Content from content-agent

## Version 1 Scope

**What we deliver:**
- Social inbox unified view and categorization
- Campaign coordination templates
- Platform-specific best practices
- Performance dashboard
- Cross-platform strategy framework
- Audience and keyword analysis tools

**What we don't deliver (Post-V1):**
- Real-time social listening and monitoring
- AI-powered content recommendations
- Automated creative generation
- Machine learning performance prediction
- Full API integrations (requires setup)
- Scheduling across platforms
- Detailed competitor monitoring

---

**Key Principle**: Different platforms, different rules.
Respect each platform's culture. Use data to optimize.
Coordinate messaging across channels while respecting
each platform's unique audience and norms.